Refund policy

Refund Policy

At Porphose, we want you to feel confident in every product you bring home. If something is not right, we are here to make it right. The policy below applies to all orders placed on porphose.com.

Return Policy

We have a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return. Because Porphose products come into direct contact with skin, we accept returns only on unopened, unused items in their original packaging with any tamper-evident seal intact.

Eligibility for Returns

To be eligible for a return, the item must be:

  • In the same condition you received it
  • Unopened and unused, with the tamper-evident seal intact (where applicable) and in its original packaging
  • Accompanied by a receipt or proof of purchase

Opened or used products do not qualify for a standard return. If you have experienced a skin reaction or believe a product is defective, please see the sections below.

If You Experience Skin Irritation

We formulate every Porphose product for sensitive skin, and our Eczema Relief is an FDA-registered OTC drug. Even so, every person's skin is different. If you experience redness, itching, burning, or any unexpected reaction while using a Porphose product:

  1. Stop use immediately.
  2. Email us at Hello@Porphose.com with your order number, a description of the reaction, and a photograph if possible.
  3. Our team will follow up to find a fair resolution.

If symptoms are severe or persist, please consult a healthcare provider.

Initiating a Return

To start a return, contact us at Hello@Porphose.com with your order number and the reason for your return. Once your return is approved, we will email you a return shipping label and instructions.

Approved returns should be sent to:

Porphose 1341 Distribution Way, Suite 11 Vista, CA 92081 United States

Items sent back without prior approval will not be accepted. For any questions regarding returns, contact Hello@Porphose.com or call (760) 525-9934, Monday through Friday.

Damages & Issues

Please inspect your order upon arrival and contact us within 7 days of delivery if your item is damaged, defective, or incorrect. Email Hello@Porphose.com with your order number and clear photographs of the issue. We will arrange a replacement or a full refund, including any shipping charges, at no cost to you.

Exceptions & Non-Returnable Items

The following cannot be returned:

  • Opened or used products (except in the case of an adverse reaction or product defect)
  • Products with a broken or missing tamper-evident seal
  • Items missing their original packaging
  • Sale, clearance, or final-sale items
  • Gift cards

If you are unsure whether your item qualifies, email Hello@Porphose.com before sending anything back.

Exchanges

The fastest way to exchange a product is to return your original item and place a separate order for the replacement once your return is approved. This ensures the item you want is reserved for you and ships without delay.

European Union 14-Day Cooling-Off Period

For merchandise shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason, without justification.

  • The item must be in the same condition you received it, unopened and unused, with any tamper-evident seal intact and in its original packaging.
  • You must provide a receipt or proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you by email whether your refund has been approved or denied.

  • Approved refunds are processed to your original payment method within 10 business days.
  • Bank and credit card processing times may vary.
  • If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at Hello@Porphose.com.

Please note:

  • Original shipping charges are non-refundable, except for damaged, defective, or incorrect items.
  • Return shipping costs on international orders are the responsibility of the customer and are non-refundable.
  • Used items do not qualify for refunds, except in the case of an adverse reaction or product defect.

If you have any questions about this policy or your order, our team is here to help. Reach us at Hello@Porphose.com or (760) 483-3626